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FAQ

What Replay products are available on the site?

Online, Replay provides the consumers with a line of articles for men and women from the Replay, We Are Replay, Replay&Sons collections available in our authorized retail stores.

How often are the online showcases updated with the available products?

At this time, we do not have a pre-established time period for updating the availability of our showcases, which are set-up from time-to-time based on the availability of the articles.

What can I do if an Replay garment was available in the website but is no longer visible online?

If the garment you desire can no longer be selected from the Replay Internet site, it is temporarily unavailable for purchase.

How many articles can you purchase?

On Replay Web site the one and only restriction is bound by the availability of the articles at the warehouse.

How can I delete or add one or more garments to the shopping cart?

If you want to delete or add one or more garments from/to the shopping cart, you can do it in first step of my BAG page and you must confirm your selection using the "Update" button before proceeding to the next steps.

What can I do if the size or the article I have chosen can no longer be selected on the site?

If the size or the article you desire can no longer be selected from the Replay Internet site, it means that they are no longer available for purchase.

What payment methods does Replay accept?

Currently we only accept credit cards VISA (including PostePay), MASTERCARD, AMERCIAN EXPRESS, JCB and Paypal. In Italy only you can pay with Cash on delivery. We do not accept other payment methods.

Do I need to keep my order number?

The customer must keep his/her order number in order to be able to refer to it should there be a need to contact our Customer Care. The order number is listed in the eMail message that summarizes your purchase and indicates the date and time of order.

Can I receive an invoice for my order?

Italy: to receive an invoice for your order, you must make a request during the on-line purchasing procedure. If you so request, your invoice will be sent to you by eMail. Others countries: your invoice wille be generated and will be sent by email when parcel is in the care of courier.

Can I cancel an order?

There is no specific location for cancelling orders on the site. Orders that do not have a recorded payment transaction are automatically cancelled.

What countries does the Replay serve?

The Replay Internet site currently serves the following countries:
Andorra, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Cyprus, Vatican City, Denmark, FærØer, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Ireland, Iceland, Italy, Liechtenstein, Luxembourg, Macau, Macedonia, Malta, Mexico, Monaco (Principality of), Norway, New Zealand, Netherlands, Poland, Portugal, United Kingdom, Romania, Russia, San Marino (Republic of), Spain, Sweden, Switzerland, U.S.A..

What is the right procedure to conclude and order and pay?

Clicking on the "CHECKOUT" push-button or directly on the "My BAG" link at the top right starts the order procedure. The procedure is composed of 2 phases/pages.
The first page summarizes the products put in the shopping cart, the sizes and quantities. During this phase you can still eliminate a product from the shopping cart or change the quantities being ordered. Important: changing the quantities must be confirmed by pressing the "UPDATE" push-button before proceeding to the next phase by pressing the "CHECKOUT" push-button. Shipping charges are also shown in this phase and may be recalculated in function of the quantity of articles put in the shopping cart. "Your information" box once again gives the Customer's data valid for payment. In this phase you can intervene on the data. Keep in mind that a change in this data entails a change in the data stored in the Customer profile. "Order delivery" box gives the data for order delivery. This may be different from Customer data in case of delivery to another person, another address, etc. Or you can simply specify, in the "Delivery to" field whether it is a delivery to a work site, specifying the name on the doorbell (this option is only available for EUROPEAN shipments). "Conditions" box illustrates payment modes and sales terms. In order to proceed to the next phase, it is necessary to accept the general sales terms by clicking on the push-button at the bottom of the page.
The second page once again gives data regarding the user and the products purchased. Then next phase envisages sending to the order acceptance area and then to the arranging area and then to payment. Still4 Srl uses Banca Sella for this service.
You must complete the economic transaction to complete your purchase of the products. The customer must complete all steps through to number 5 and confirm the payment transaction otherwise the order is not recorded.
Order confirmation is not sufficient for completing the purchase process.

In what step is the amount debited to my credit card?

The amount is debited to your credit card only upon shipment of the goods.

Is my credit card data protected?

The Replay Internet site protects the data of the credit cards used for purchase as information is supplied directly to the Banca Sella. The Replay Internet site does not handle the credit card data directly in any manner. The data is sent directly to the bank using authorized international circuits that return the result of the transaction, providing the information regarding the success of purchase.
The method for handling the data are defined by the Banca Sella and can be viewed on the following link.

How can I contact Customer Care?

For any questions that are not answered in our FAQ, you can contact Customer Care directly

Can I pick up the goods I purchased at the Replay warehouse?

The Replay is an eCommerce store, and as such only sells over the Internet and does not perform retail sales at its warehouse. If you wish to purchase at a shop, please refer to your local retailer.

When are the goods shipped?

Orders from Italy and Russia are processed by the transport company SDA on weekdays from 7:00 am CET or CEST, according to the current time in Italy.
Orders from Europe are processed by the transport company FedEx on weekdays from 7:00 am CET or CEST, according to the current time in Italy.

How much does shipment cost?

For shipments in Italy and Russia, Still4 Srl uses transport company SDA.
For shipment in Europe and other countries Still4 Srl uses transport Company FedEX.

Minimum shipment costs for each country.

The cost of shipment may vary based on the amount of goods ordered and based on the changes in the costs of the couriers, fuel costs, etc.

Shall I pay import duties or taxes?

Shipments made in the following countries: Andorra, Australia, Brazil, Canada, FærØer, Gibraltar, Hong Kong, Iceland, Liechtenstein, Macau, Macedonia, Mexico, Monaco (Principality of), New Zealand, Norway, Russia, Switzerland, U.S.A. may be subjected to import duties and taxes, which are levied once your package reaches the country. Still4 doesn't know the amount of import taxies and duties, that are responsibility of the recipient.

Can I request shipment to an address other than my billing address?

You can request shipment of the goods to a different address than the billing address by following the instructions in "Delivery" box of the ordering procedure.
This box summarizes the information for delivery of the order, which may be different from the customer information if the goods are for delivery to another person or to another address, etc. You can simply specify in the "C/O" field if this is a delivery to a workplace, indicating the name on the doorbell.

If the addressee for the order is not present when the package is delivered, what happens?

If no one who can receive the order and sign the receipt is available at the time of delivery, the transport company will leave an advisory and will contact the addressee to establish a delivery time.

What can I do if the model, color, or size is not right?

The customer has the right to recede from the purchase contract for any reason, without providing explanations

How am I reimbursed?

The Customer, to exercise this right, must log in at the website and refer to the “Return Item” section which is in the area “My Replay”. Otherwise, it is necessary to fill the following form in and to follow the instructions therein. Once the request for withdrawal has been received following the procedure listed above, Still4 Customer Care will rapidly inform the customer how to return the goods, which must reach Still4 within 14 days from authorization. With the exception of costs for the repair of damages to the original packaging, Still4 will reimburse the customer the full sum paid, included shipping costs paid for receiving the order , within 14 days from the return of the goods by crediting the credit card or Paypal with which the goods were purchased. Purchase made outside the Euro zone will be refunded considering the exchange rate on the day the credit is processed.

How do I return goods?

Customers returning goods must follow the following instructions:
- Fees are applied to the entire product purchased
- The goods purchased must be integral and returned in their original packaging, complete in all its parts (including packaging and any documentation, etc.)
- Do not apply labels or tape directly on the original product packaging
- Shipment to our warehouses, until our return receipt, is the complete responsibility of the customer.

Who carries the cost of shipment?

The cost of shipment for return of the goods is the customer's responsibility.